Job Description

Job Summary:

The Guest Relations Manager is responsible for ensuring guests receive exceptional service throughout their stay. This role serves as the main point of contact for VIPs and all guest-related queries, complaints, and special requests. The Guest Relations Manager plays a critical role in enhancing the guest experience, increasing satisfaction, and ensuring loyalty to the hotel's brand and service standards.

Key Responsibilities:Guest Experience & Service

Welcome guests upon arrival and ensure a smooth check-in and check-out process. Serve as the primary point of contact for guest inquiries, complaints, and special requests. Manage VIP guests, groups, and long-stay clients with personalized attention and service.

Operational Support

Coordinate with all departments (Housekeeping, F&B, Front Office, Maintenance) to ensure guest needs are met promptly. Monitor daily arrivals and departures to identify special attention needs. Oversee the preparation of welcome amenities, room arrangements, and personalized touches.

Issue Resolution

Handle and resolve guest complaints effectively and professionally, escalating to higher management when necessary. Follow up on guest feedback to ensure complete satisfaction.

Feedback & Relationship Management

Collect and analyze guest feedback through surveys, reviews, and personal interactions. Maintain strong guest relationships to drive repeat business and referrals. Work with the marketing team to manage guest loyalty programs and post-stay communication.

Training & Team Collaboration

Train front office and guest services staff on hospitality best practices and brand standards. Foster a culture of hospitality and service excellence across the team.

Requirements:Education & Experience

Bachelor's degree in Hospitality Management or a related field preferred. 3+ years of experience in front office or guest services roles, with at least 1 year in a supervisory or managerial capacity. Experience in luxury or upscale hotel environments is an advantage.

Skills & Competencies

Excellent interpersonal and communication skills. Strong problem-solving and conflict-resolution abilities. Fluency in English; additional languages are a plus. Proficient in PMS systems (e.g., Opera, Cloudbeds, RoomKey, etc.). High level of emotional intelligence, patience, and a guest-first mindset.

Other Requirements

Professional appearance and demeanor. Flexible schedule, including weekends, holidays, and evenings as needed.
Job Type: Full-time

Pay: ?30,000.00 - ?45,000.00 per month

Benefits:

Food provided
Schedule:

Day shift Morning shift Rotational shift
Supplemental Pay:

Performance bonus Yearly bonus
Work Location: In person